Call Center Supervisor with Leadership Excellence

MICHELLE A. MAFFIOLI

******@******.*** 702-***-****

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Enthusiastic leader eager to contribute to team success through hard work, attention to detail, and excellent organizational skills.

WORK HISTORY

Call Center Supervisor, 10/2020 to Present

Ashfield Healthcare, LLC/Inizio Engage – Fort Washington, PA Responsible for ensuring the team delivers service that meets or exceeds agreed client goals while fostering a culture that strives for operational and compliance excellence. As a member of the Business Unit Management Team, the Call Center Supervisor is also accountable for delivering the service in a fiscally responsible manner.

• Supervise call center staff, including active performance management

• Provide day-to-day supervision of the medical information specialists/customer service representatives.

• Assign individuals to work schedules designed to meet client business needs; ensure staff adherence to assigned work schedules.

• Implement and communicate performance standards

• Coach team members for success and support the individual development of direct reports

• Conduct performance evaluations for designated staff members

• Conduct new hire interviewing and training

• Address performance issues, including disciplinary actions and terminations in a timely manner and according to Ashfield policies.

• Monitor staffing levels and supervise call center operations

• Coordinate and deliver program training as required.

• Create and implement initiatives designed to encourage teamwork and increase employee engagement.

• Delivers service that meets or exceeds client expectations and maintains service levels

• Ensure that all client needs are met with a high degree of quality and compliance with applicable Policies and Standard Operating Procedures

• Strategize and collaborate with internal teams to foster a culture and service of continuous quality improvement, offering creative solutions to client

• Monitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance, and proper phone technique.

• Develop a contingency plan to maintain adequate coverage levels, in the event of staff shortages. This will include serving as backup and handling inbound/outbound calls when needed.

• Analyze daily, weekly, and monthly call metrics and productivity reports Credit Operations Supervisor, 03/2007 to 07/2020

Sprint – Las Vegas, NV

• Resolved credit inquiries, improved operations and provided exceptional client support.

• Developed team communications and information for huddle meetings.

• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.

• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.

• Trained team members on performance metrics and consumer behavior identification.

• Executed Monthly Performance Plans with representatives to identify production gaps.

• Assessed personnel performance and implemented incentives and team-building events to boost morale. Quality Assurance Specialist, 03/2001 to 03/2007

Nextel Partners – Las Vegas, NV

• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.

• Crafted training materials and ran onboarding sessions to train 20 incoming team members.

• Partnered with management to create, develop and implement quality initiatives, resulting in 90% and above scores.

• Monitored inbound and outbound calls made by 75 employees to provide constructive feedback.

• Developed and maintained quality assurance procedure documentation.

• Edited, proofed, and critiqued Collection phone scripts to improve functionality. SKILLS

• KPI Tracking • Mentoring

• Performance Management

• Coaching

• Team Motivation

• Recruiting

• Quality Assurance

• Time Management

10 X CROWN PERK WINNER

Monthly achiever

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